I'm having trouble getting an import to work.

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  • Problem
  • Updated 2 weeks ago
  • Not a Problem
  • (Edited)
When I uploaded a CSV and EXCEL file an import error message came up to this specific file. Please advise how I may to upload these contacts. 
I have uploaded several files today and no problem at all but with this specific file it would not upload. Please advise. 

The message is: 
Error message
This import failed because of an unexpected exception. Please try again, and contact us if you continue to experience problems.
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Beckett & Beckett

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  • anxious

Posted 2 years ago

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Maya Lochan, Customer Support Specialist

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Official Response
Hi Sharon -- sorry that you're running into import issues, but let's see if we can get this sorted out!

I do see that you attempted to import your spreadsheet a few times, but something in that spreadsheet is throwing an error. When importing your list and you run into any snags, it might mean your file has some funky formatting hiding in the wings. There are a few troubleshooting steps we recommend:

1. Oftentimes, the quickest way to correct any issues is to copy only the information you need off of your sheet to a brand new spreadsheet. When pasting into the new sheet, choose "Paste Special" from the Edit menu and select "VALUES".
2. Make sure your spreadsheet has only one page.  Multiple pages on a sheet can confuse the system. 
3. Make sure your file type is CSV or XLSX. If one doesn't work for you, try the other.
4. Remove any columns on your spreadsheet that have information that you don’t need / don’t intend to import.
5. Additionally, please ensure that only one email address is entered in each cell, since that will definitely cause the import to fail. 

If the steps above don't do the trick, reach out to us either here or via email at support@myemma.com so we can take a deeper look and get back to you.  

And if you need general instructions on the import process, check out our Resource Center article here: